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Service matters : Single Service Point as a collaborative and professional learning initiative for service excellence
Chauvet, Marianne Bourbous, Vicki Liston, Frances
Chauvet, Marianne
Bourbous, Vicki
Liston, Frances
Abstract
Changes and innovations in higher education learning and teaching acted as a catalyst for rethinking the way in which service was delivered to library clients at Australian Catholic University. The Single Service Point was piloted at one campus library in 2014 to develop a best practice approach to service delivery. The merging of cultures within the library environment was achieved through committed leadership, with staff agreeing on shared values and goals and applying the university mission. All staff were responsible for seeking solutions to challenges and becoming autonomous in their professional development and training. Overall, in a Single Service Point model, service efficiency, excellence, and quality increased through staff teamwork, contribution, and collaboration.
Keywords
academic libraries, change process, collaboration, combined service desks, customer service, merging cultures, professional development, team planning, training
Date
2016
Type
Journal article
Journal
Journal of Access Services
Book
Volume
13
Issue
2
Page Range
80-90
Article Number
ACU Department
Library Directorate
Collections
Relation URI
Source URL
Event URL
Open Access Status
License
All rights reserved
File Access
Controlled